Customer Service Frequently Asked Questions

1. What is my PIN number?
2. Why can't I renew or place a hold?
3. I lost my card. What should I do?
4. What should I do if my address changes?
5. How do I pay library charges (e.g. memberships or late charges)?
6. Why is the EPL book I returned to the St. Albert Public Library yesterday still on my account?
7. Why don't you automatically put holds on the titles I suggest?
8. I am having trouble downloading an eBook, what should I do?

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Customer Service Frequently Asked Questions

1. What is my PIN number?
   Every EPL customer gets to choose a Personal Identification Number (PIN) when they sign up for a library card. If you don't know what yours is, please contact your local branch and we can help you with it.
   
   
   
   
2. Why can't I renew or place a hold?
   
   There are a number of possible reasons why you may not be able to renew items or place a hold:
   
   
   • Other customers have placed holds and are waiting for that item
   • Your library card has expired and needs to be renewed
   • The material has already been renewed the maximum number of times
   • You are at your limit for number of items checked out or number of holds
   • There is a balance of $10.00 or more owing on your account
   • The item may not be renewable (i.e. Hits to Go, Interlibrary Loans)
   
   If you require further information and/or assistance, please contact your local branch.
   
   
   
3. I lost my card. What should I do?
   First of all, thank you for letting us know about your library card. The most important step is to report a lost/stolen card to library staff as soon as possible. As soon as a library card is reported lost, we are able to prevent anyone else from using it fraudulently. Once the lost card has been reported to staff, please visit your local branch at your convenience to get a replacement card at no charge. All you need to bring is some identification and something with your current address. See you soon!
   
   
   
4. What should I do if my address changes?
   We appreciate you letting us know that your information needs to be updated. Please contact your local branch to let us know about any changes to your contact information. You can do this by phone, website, or in person.
   
   If your email address changes, you can update it here.
   
   
   
5. How do I pay library charges?
   
   You can pay online with a credit card or visit any location and pay by credit, debit or cash.
   
   
   
6. Why is the EPL book I returned to the St. Albert Public Library yesterday still on my account?
   
   EPL has an agreement in place with St. Albert Public Library, Sherwood Park Public Library, Fort Saskatchewan Public Library, and the University of Alberta. When they receive items belonging to EPL (and vice versa), they note the date it was returned onto a bookmark, attach it to the material, and send it via interbranch transport. Because we are part of a different library system from the others listed, they are not able to 'check in' materials at the point of return. However, since the date is noted on the bookmarked item, it will be returned as of that day when it arrives at its home library. So, even though it may sometimes take a few days for an item to arrive, the item will be back-dated to the day of return.
   
   If, after a week, the item is still showing on your account, please contact your local branch for assistance.
   
   
   
7. Why don't you automatically put holds on the titles I suggest?
   
   Thank you for your inquiry. Edmonton Public Library allows customers to suggest items for purchase as a way of ensuring our collection meets the needs of our public. When a request is placed, EPL will send an Email to you stating whether or not we will be purchasing the item in question and suggesting you check the catalogue soon to place your own hold.
   
   Last year, EPL received over 14,000 requests for purchase from our customers. We do receive requests such as yours with some regularity, hence we constantly evaluate our procedures and practices to provide the best customer service possible. At this time we simply do not have the staffing resources to manually place and manage requests for so many accounts. Other complicating factors that the library faces would be how to place the holds when several people simultaneously request the same item (which happens surprisingly frequently!) or when customers request items that, although not in the catalogue yet, are already on a purchasing list.
   
   Thanks again for your sharing your concerns. Have a great day.
   
   
   
8. I am having trouble downloading an eBook, what should I do?
   
   
   Please provide the following information so we can help you with your question:
   
   
   • What is the title of the book?
   • What would you like to play or read the book on? (Windows or Mac computer, Android Mobile, Blackberry, iPod, iPhone, iPad, Kobo, Sony, Other Device [Include full name/model number])
   • Please describe your specific problem including the steps you are taking to download, when the problem occurs, and any error messages.
   
   Thank you. We will contact you with specific instructions based on this information.